Page 1: System Administrator
User Manual Customer Interaction Express 1.0 System Administrator Edition: 1.1 03/08/2007 COMPAS ID: 116791...
Page 2 © Copyright Comergo GmbH 2007 All Rights Reserved Copying or passing on information from this document or extracts in any form or in any way, be it graphically, electronically or mechanically, by photocopying, recording on disk or tape or saving to a data query system is not permitted unless written permission has first been obtained from Comergo.
Page 5: Table Of Contents
Contents About this manual ........Questions about this manual ....... . . Who is part of the target group? .
Page 6 Contents Using the guided installation ....... Entering default settings centrally......Installing components .
Page 7 Contents Prerequisite ........Logging in .
Page 8 Terms ......... . . References to Avaya documentation ......
Page 9 Contents Codec set ......... Setting up a trunk group with signal group assignment .
Page 10 Contents Installing the ISDN card ........Installation .
Page 11 Contents Mail server and mailboxes ....... . Supported WAV formats ....... . . Licensing .
Page 12 Contents Configuring Voice Control when connecting to an ACM ....Prerequisites ........Configuring the VU .
Page 13 Contents Use the host name ........Installing the CIE system .
Page 14 Contents Advanced configuration in the UMR Administrator ....General tab — General settings ......General tab —...
Page 15 Contents Settings in UMR Administrator ......Recommendation for TTrace ....... Tips and tricks .
Page 16 Contents Well known ports from 0 to 1023 ......Registered ports from 1024 to 49151 ......Dynamic or private ports from 49152 to 65535 .
Page 17: About This Manual
About this manual About this manual Questions about this manual Before you start reading you might have questions regarding this document. We will answer some questions to start with. Who is part of the target group? This manual is intended for people installing and configuring a CIE system Customer Interaction Express). It makes no difference whether you are using this document in printed or online form.
Page 18: Which Edition Are You Reading
Which edition are you reading? The following table lists information about this edition. Compiled on: March 5, 2007 Based on: CIE system version 1.0.1 installation User interface installation Editor Andreas Marquardt Available as: Acrobat Reader file What has changed since the last edition? The following table shows the history of this document.
Page 19: Where Can You Find Additional Information
You can also use these documents in printed form (Acrobat Reader) or online. • User Manual Customer Interaction Express 1.0 Configuration • User Manual Customer Interaction Express 1.0 Task Flow Editor • User Manual Customer Interaction Express 1.0 User Interface •...
Page 20: Where Can You Get Additional Support
You can get additional support on the Internet. You can send us an email or use our hotline. Information on the Internet You can find information on the Internet on the following sites. http://www.avaya.com http://www.comergo.com 20 User Manual CIE 1.0 System Administration...
Page 21: How Do You Get A Printed Copy
About this manual How do you get a printed copy? You would rather read this manual on paperthan on the PC screen. No problem! You can print the manual. This document is prepared for being printed. Printing this file provides you with a conventional manual. The manual is printed in A4 format.
Page 22 22 User Manual CIE 1.0 System Administration...
Page 23: Installing The Server Components
Operating system Always use the latest security patch from Microsoft. More information For more information, consult the current Avaya guidelines. See also: http://support.avaya.com/security Procedure: Step-by-step This manual describes how you install and configure the components of a CIE system step-by-step. You have to do one step before you can do the next.
Page 24: Windows Server 2003 R2 Operating System
Windows Server 2003 R2 operating system Please note that the following instructions describe the installation for the Microsoft® Windows Server 2003 operating system. English is the language of the operating system. If you want to update a previous release If a previous release of a CIE system is installed, see the following topics for the correct instructions. “Upgrading an installed version BCC V4.x”...
Page 25: Release Designations
Installing the server components Release designations Server The version of the server setup is identified as follows: <Major>.<Minor>.<Patch>.<Build> Example: 1.0.45.4300 1 major version number 0 minor version number 45 patch number 4300 build number Major and minor refer to the product version (CIE 1.0). Patch and build number are only significant within development.
Page 26: Cie Database Access Rights And Security
CIE database access rights and security An CIE system uses a relational database from the internationally renowned manufacturer Sybase. The access rights and security features of the database are regulated by the implemented user administration of Sybase. Access for installation and updates For access to the database used, the CIE system uses a user created by the Sybase administration.
Page 27: Cie Requirements
Installing the server components CIE requirements You need the following components with the respective properties for a CIE system connected to an I55 PBX. PC for the CIE server connected to the I55 You must have the following minimum hardware requirements for a CIE server on a I55 PBX. The requirements may be higher (number of servers) depending on the number of calls and whether you use Voice Control and UMR.
Page 28: Pc For Cie Server Connected To Acm
PC for CIE server connected to ACM You must have the following minimum hardware requirements for a CIE server connected to an ACM PBX. The requirements may be higher (number of servers) depending on the number of calls and whether you use Voice Control and UMR.
Page 29: Software For The Cie Server Pc
Installing the server components Software for the CIE server PC You need the following software for a CIE server. • Microsoft® Windows Server 2003 R2 32 bit Edition (English) and Update List from Microsoft® (hotfix) Microsoft® Windows Server 2003 Service Pack 1 32 bit Edition (English) •...
Page 30: Installing The Operating System
Installing the operating system Please observe the following points when installing Windows Server 2003. License per user License the operating system per user. BIOS: Power Management must be disabled A CIE server constantly processes messages from the PBX. The performance of the CIE server must not be reduced by Power Management offered by some manufacturers.
Page 31: Operating System Settings
Installing the server components Operating system settings You need to configure some of the operating system settings to be able to use a CIE server. For more information see to the Windows Help, a Windows manual or the hardware manufacturer's instructions. Deactivate Error Reporting You must deactivate Error Reporting.
Page 32: Power Options Properties Settings
Power Options Properties settings The figure shows the settings for Power Options Properties. 32 User Manual CIE 1.0 System Administration...
Page 33: Guided Installation
Installing the server components Guided installation A guided installation helps you install all server components. The guided installation lets you install, update or remove components. Solution units The guided installation is divided into the following solution units. • One Server Standard Solutions •...
Page 34 Component Reference Sybase “Sybase” on page 47 Database “Database” on page 49 Task reporting database “Task reporting database” on page 51 Chap “Installing the PBX driver, CHAP and PBX task server” on page 136 ACM PBX driver “Installing the PBX driver, CHAP and PBX task server” on page 136 PBX task server “Installing the PBX driver, CHAP and PBX task server”...
Page 35: Information And Functions In The Guided Installation
Installing the server components Information and functions in the guided installation The guided installation shows the following information. Displays The table below shows the information in the guided installation. View option Explanation Component name Indicates the name of the component. Required version Indicates the version required.
Page 36 Icons The following table shows the icons in the guided installation. Icon Explanation The installed component is compatible. You can update the component but it is not necessary to do so. Component is not installed. The installed component is not up to date. You must update the component. Component is installed in the current version.
Page 37: Using The Guided Installation
Explanation InstallPath Specifies the folder where the components are installed. In general, use the default setting c:\Programs\Avaya\CIE. To change the folder, click Host name of the CORBA Specify the host name or TCP/IP number of the PC running the Corba Naming Service naming service.
Page 38: Installing Components
Installing components The following topics describe how to install components one at a time. The guided installation guides you through the installation. Checking the operating system prerequisites The following prerequisites must be met if you want to install the server components for a CIE system successfully.
Page 39: Java Development Kit (Jdk)
Installing the server components Java Development Kit (JDK) Installation To install Java Development Kit, follow these steps. 1. The guided installation is started. Select Java Development Kit. 2. Click Install. The License Agreement dialog opens. 3. Select I accept the terms in the license agreement. 4.
Page 40: Jakarta Tomcat
Jakarta Tomcat To install Jakarta Tomcat, follow these steps. 1. The guided installation is started. Select Jakarta Tomcat. 2. Click Install. Depending on your PCs security settings, a security warning may appear. Run the software. The Welcome dialog opens. 3. Click Next. The License Agreement dialog opens. 4.
Page 41: Weblm
Installing the server components WebLM Prerequisite To install WebLM Version 4.3, you must have installed Java Development Kit and Jakarta Tomcat. Installation 1. The guided installation is started. Select Jakarta Tomcat. 2. Click Install. The Welcome dialog opens. 3. Click Next. The License Agreement dialog opens. 4.
Page 42: Base Components
Base components You need the base components on every PC with CIE components. Contents Base components include the following. • Branding client DLLs • OmniOrb client DLLs • Encryption client DLLs Installation To install the base components, follow these steps. 1.
Page 43: Naming Service
5. Click Install. The components for OmniORB are installed. The installation takes a few seconds. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\OmniOrb\. 6. Click Finish. The installation is complete. The Avaya OmniORB Naming Service is running. The autostart type of the service is set to Automatic.
Page 44: License Client
License client You must install the license client if you want to use the CIE system applications. Proceed as follows: 1. The guided installation is started. Select License Client. 2. Click Install. The Welcome dialog opens. 3. Click Next. The WebLM Parameter dialog opens. 4.
Page 45: Ttrace
5. Click Install. The components for TTrace are installed. The installation takes a few seconds. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\Trace System\. 6. Click Finish to complete the installation. The Avaya Trace Server service is running. The autostart type of the service is set to Automatic.
Page 46: Uisessionmanager
6. Click Next. The Ready to Install the Program dialog opens. 7. Click Install. The Installing UI Session Manager dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\UISessionManager. 8. Click Finish to complete the installation.
Page 47: Sybase
Installing the server components Sybase The Sybase 12.5.3 database is used as relational database management system. You must be logged in as system administrator. Installation To install Sybase, follow these steps. 1. The guided installation is started. Select Sybase. 2. Click Install. The Sybase ASE Installer dialog opens. 3.
Page 48 Checking the installation Check whether you can start Sybase Central Java Edition and log in as user sa. 1. Start Sybase Central Java Edition. 2. Select Connect under Extra. 3. Select the host name. 4. Log in with the user name sa. 5.
Page 49: Database
Installing the server components Database You must install the cc database. Prerequisites The following requirements must be met before you can install the database components successfully. • The Sybase database must be installed. • The Sybase SQL Server service must be started. •...
Page 50 7. Apply the defaults. 8. Click Next. The Ready to Install dialog opens. 9. Click Install. The Installing Avaya Database dialog opens. The installation takes about 5 minutes. The files (db_srv and lna_srv) are copied to c:\Program Files\Avaya\Database\. The database files are in c:\Avaya\Database\.
Page 51: Task Reporting Database
Installing the server components Task reporting database To install the tasks reporting database, follow these steps. 1. The guided installation is started. Select Taskreporting Database. 2. Click Install. The CIE Taskreport Database opens. Enter the following information. Settings Comments Database server The server name is displayed.
Page 52: Chap
For information, see “Installing the PBX driver, CHAP and PBX task server” on page 136 ACM task server For information, see “Connecting to ACM (Avaya Communication Manager)” on page 103 ComMan For information on the Communication Manager see: “Module Manager (Communication Manager)” on...
Page 53: Contact Center Core
8. Click Install. The Installing ContactCenter Core dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\ ContactCenterCore\. 9. Click Finish to complete the installation. Checking the installation The following components are located in Start - Programs - Avaya CIE - ContactCenterCore. KERNEL.EXE LAD_SRV.EXE TaskserverManager.EXE VECTORS.EXE...
Page 54: Contact Center Additional
8. Click Install. The Installing ContactCenter Additional dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\ ContactCenterAdditional. 9. Click Finish to complete the installation. Checking the installation The following components are located in Start - Programs - Avaya CIE - ContactCenterAdditional. Annax AutoDialler CGIServer InfoServer...
Page 55: Contact Center Realtime Information
The files are copied to c:\Program Files\Avaya\Customer Interaction Express\ Contact Center Monitoring. 9. Click Finish to complete the installation. Checking the installation The following components are located in Start - Programs - Avaya CIE - Contact Center Monitoring. Realtime Information server Edition: 1.1 03/08/2007...
Page 56: Contact Center Reporting
The files are copied to c:\Program Files\Avaya\Customer Interaction Express\Contact Center Monitoring. 9. Click Finish to complete the installation. Checking the installation The following components are located in Start - Programs - Avaya CIE - Contact Center Statistics. Reconstructor Reporting Server Task Reporting Server...
Page 57: Voice Control
Installing the server components Voice Control For information, see “Installing Voice Control” on page 198. For information, see “Installing UMR components” on page 234. Address book server For information, see “Installing UMR components” on page 234. Edition: 1.1 03/08/2007...
Page 58: Report Generator
Report Generator You must install Java Development Kit and Jakarta Tomcat for all reporting applications. To install the report generator, follow these steps. 1. The guided installation is started. Select Report Generator. 2. Click Install. The Welcome dialog opens. 3. Click Next. The License Agreement dialog opens. 4.
Page 59: Report Viewer
Installing the server components Report Viewer To install the Reporting Viewer, follow these steps. 1. The guided installation is started. Select Report Viewer. 2. Click Install. The Welcome dialog opens. 3. Click Next. The License Agreement dialog opens. 4. Select I accept the terms in the license agreement.
Page 60: Update Server
Update server The Update Server lets you update Avaya products installed on client PCs. To install the update server, follow these steps. 1. The guided installation is started. Select Update Server. 2. Click Install. The Welcome dialog opens. 3. Click Next. The License Agreement dialog opens.
Page 61: Watchdog
Installing the server components Watchdog The Watchdog application is used to restart the software after a full or partial system failure as soon as the necessary components are available again. 1. The guided installation is started. Select Watchdog. 2. Click Install. The Welcome dialog opens. 3.
Page 62: Preconfiguration For The Watchdog
Unpack the archive. Configuring using Watchdog Config You must customize a configuration file. Proceed as follows: 1. To start the Watchdog Config application, select Start – Avaya – Watchdog. 2. Select File then Open. 3. Open watchdog.xml (sample). 4. In the Server field enter the host name of the CIE server.
Page 63: Working With Distributed Systems
Installing the server components Working with distributed systems In a distributed system, you must install the Watchdog application on every PC. You only need to edit the configuration file once. Proceed as follows: 1. You edited and saved the configuration file using the Watchdog Config application. Edit the configuration file as described above.
Page 64: Licensing
Licensing Avaya uses WebLM as its licensing standard. WebLM is a license server for Avaya applications and servers. WebLM is a Web-based license server that was implemented as a Java servlet and runs on the Tomcat in the CIE environment.
Page 65: Versions
Installing the server components Versions CIE 1.0 requires the following versions. The software is installed using the guided installation. • WebLM 4.3 • Tomcat 5.5.9 • Java Development Kit1.5.0.7 Installation WebLM For information on how to install WebLM, see “WebLM” on page 41. License clients For information on how to install a license client, see “License client”...
Page 66: Installing Licenses In Weblm
6. To load the license in the license server, click Install. The license (e.g. CIE) appears under Licensed Products. More information on WebLM For more information on using WebLM see the Avaya WebLM Release 4.3 Administration Guide. 66 User Manual CIE 1.0 System Administration...
Page 67: Update Server
Avaya products installed on client PCs. The update server runs as a service. The Avaya update server is a web application in Tomcat. You can administer the application from the URL http://<Hostname>:8080/UpdateStore. tomcat is set as the default user name and password. Change the password after first login.
Page 68: Prerequisites
Prerequisites The AvayaUpdateService can update application whose setup is available as a Microsoft® Windows Installer (MSI). The setup must support silent installation. If your setup program is an MSI file, use this command: msiexec.exe /i setup.msi /qn. Restrictions Please note the following restrictions. Localization The user interface of the updater is available in the following languages: German, English, Spanish, Italian, Portuguese, French, and Russian.
Page 69: Client Configuration
Installing the server components Client configuration The installation directory contains the folder config. This folder contains the following files. Files Explanation updateService.ini Configuration for the updater. Contains configurable settings for the update client. *.config There must be at least one file with the extension .config for each configured application to update.
Page 70: Server Configuration
Server configuration The UpdateStore is Tomcat Web application. The UpdateStore is copied to the webapps Tomcat folder. The UpdateStore is configured using UpdateStore/WEB-INF/web.xml and UpdateStore\WEB-INF\ updateStore.properties. The following example shows a configuration file (web.xml). <!DOCTYPE web-app PUBLIC '-//Sun Microsystems, Inc.//DTD Web Application 2.3//EN' 'http://java.sun.com/dtd/web-app_2_3.dtd'>...
Page 71: Log Files
In the updateStore.properties file you must specify the path to an existing folder where you want UpdateStore to save the setup. Example: #Properties for the Avaya Update Store #location (path) into local file system where the uploaded setups are stored store.location.path=c:\\updatestore Note that you must enter special characters like "\,"...
Page 72: Starting A Cie System
Starting a CIE system You can either start a CIE system manually or automatically with the Watchdog. If you start the CIE system with the Watchdog, the individual components are monitored. Prerequisite You need the appropriate licenses to start a CIE system. One or more license servers control the assignment of CIE licenses.
Page 73: Processes That Run On A Cie Server
Installing the server components Processes that run on a CIE server For a CIE system to run properly, processes must run on one or more servers. Default processes The following processes must run on each CIE server regardless of whether the system is an email system or a system with an I55 or ACM PBX.
Page 74: Processes: I55 Pbx
Optional processes The following processes can be started by the Watchdog as needed in the CIE system. • Lad_srv • Tr_Srv • Annax • Info_srv • Xstat_srv • Autodialer • Spop_srv • Cgi_srv Processes: I55 PBX The following processes must be started by the Watchdog if the system is connected to an I55 PBX. •...
Page 75: Processes: Umr (Email System)
• UMR config server • UMR task server • POP3 IMAP4 client • SMTP connector • UMR text template server • Avaya observation service • RoD repo server • RoD Rodomat • RoD scheduler server • RoD Archie • RoD Cex Watchdog The following processes must always be started by the Watchdog if you have a UMR system.
Page 76: Logging Csta Messages (I55 Only)
Logging CSTA messages (I55 only) You can log messages between the I55 task server and the I55 PBX using ktracer. Starting the dialog 1. Start ktracer by double-clicking the ktracer.exe file in Explorer. A Dtrace file <SystemName_Date_Interval>.out is created. File When the program ktracer.exe is running, a new ktrace file is created at the start of every hour.
Page 77: Port
Installing the server components Port The default port is 9210. In a PBX cluster (Network), the port number is incremented (9211, 9212). You can change the port with ktracer -p <port>. Each PBX in the CIE network must have its own port. The correct port for each PBX is specified in the output of the I55 task server during startup.
Page 78: Upgrading An Installed Version Bcc V4.X
Upgrading an installed version BCC V4.x To update an existing version of BCC V4.x, follow these steps. If you are an experienced user, you can use the quick-start guide or the detailed steps 1 to 6. If you are using version BCC V2 or BCC V3.x If you want to update version BCC V2 or BCC V3.x, you must first update this version to version BCC V4.x.
Page 79: Step 1: Backing Up The Database
Installing the server components Step 1: Backing up the database You must back up the database for security reasons. For information on how to back up the database, see “Backing up the database” on page 310. Step 2: Removing the BCC software Once you have backed up the database, remove the BCC software.
Page 80: Step 4: Updating Sybase
Step 4: Updating Sybase Once you have removed the components, you must update. BCC V4.x worked with Sybase 12.5.x. You must update the version of Sybase to 12.5.3. To update Sybase, follow these steps. 1. The guided installation is started. Select Sybase. 2.
Page 81: Step 5: Switching To Unicode
Installing the server components Step 5: Switching to Unicode You must convert the database to Unicode. The UpgradeTool converts the database. Proceed as follows: 1. Start UpgradeTool (double-click UpgradeTool.exe). The UpgradeTool dialog opens. 2. Enter the following settings. Settings Comments User name You usually use the user sa.
Page 82: Step 6: Upgrading The Database
Step 6: Upgrading the database Requirements A database upgrade requires at least 50 MG of available memory. If you upgrade a database Version <40018, the available memory in the data segment of the database must be 2.5 times the occupied memory. You can check the available and occupied capacity with the check_space stored procedure.
Page 83: Step 7: Installing The Components Normally
Installing the server components Step 7: Installing the components normally Once you have completed steps 1 through 6, install the other components normally. Upgrading UMR 1.0 In order to upgrade UMR 1.0 to CIE 1.0, proceed as follows. 1. Save the existing system (image). 2.
Page 84 84 User Manual CIE 1.0 System Administration...
Page 85: Installing The Client Components
Installing the client components Installing the client components Important information Please observe the following notes before you start the installation. Operating system Please note that the following instructions describe the installation for the Microsoft® Windows XP operating system. Do not replace files manually To ensure the version is updated, you must not manually replace files (such as EXE files).
Page 86: Quick-Start Guide
Quick-start guide The following tables are quick-start guides for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users. The tables include the necessary setup steps and instructions in abbreviated form.
Page 87: Requirements For Client Packages
Installing the client components Requirements for client packages For the client components of a CIE system, you need the following hardware and software and relevant access rights. Your PC must have the following minimum requirements to use the user interface application. •...
Page 88: Proxy Server
Proxy server If a proxy server (HTTP proxy) is used in the company network, the CIE server must be specified under Exceptions in the Brower Properties. If the company network uses a proxy server as an automatic configuration script, the automatic configuration script must be modified accordingly.
Page 89: Before Installing
Installing the client components Before installing Please note the following before you install the client components. Checking the workstation Before you start the installation, please check that: • Your PC is switched on. • The operating system is installed and the PC connected to a network. •...
Page 90: Installing The Client Components
Installing the client components A bootstrapper is provided for the client components to save you from having to install the components individually in a specified order. The bootstrapper installs all required components for an agent (client). Perform the following steps to install the client components. Step 1: Launch the bootstrapper.
Page 91: Step 3: Install The License Client
Installing the client components Step 3: Install the license client. To install the license client, follow these steps. 1. The bootstrapper is launched. The Customer Interaction Express License Client dialog opens. If you install the license client without a bootstrapper, you must accept the license agreement. 2.
Page 92: Step 4: Install The Cie User Interface
Step 4: Install the CIE user interface. 1. The bootstrapper is launched. The Customer Interaction Express Contact Center User Interface dialog opens. If you install the CIE user interface component without a bootstrapper, you must accept the license agreement. 2. Click Next. The Custom Setup dialog opens. 3.
Page 93: Step 5: Install The Update Client
Installing the client components Step 5: Install the update client. To install the update client, follow these steps. 1. The bootstrapper is launched. The Customer Interaction Express Update Client dialog opens. If you install the update client without a bootstrapper, you must accept the license agreement. 2.
Page 94: Step 6: Install The Languages
Step 6: Install the languages. If you want to use additional languages for the CIE user interface, you must also install User Interface Locales. Proceed as follows: 1. The bootstrapper is launched. The Customer Interaction Express Contact Center User Interface dialog opens.
Page 95: Silent Installation Without Update Client
Installing the client components Silent installation without update client You can install the client components as a silent installation. Windows Installer is used for the installation. To carry out a silent installation, you must run Windows Installer with the correct parameters. Windows Installer You can install the user interface as a silent installation.
Page 96: Contact Center User Interface
Example: "C:\Programs\Avaya\Customer Interaction Express\" The installation adds "Contact Center User Interface" automatically. This means that the user interface is installed in: "C:\Programs\ Avaya\Customer Interaction Express\Contact Center User Interface" A_NAMESERVICE_HOST Mandatory Specifies the host name or TCP/IP number of the PC running the Corba naming service.
Page 97: Contact Center User Interface Locales
Applying settings In a silent upgrade the settings from the existing version are used. Example msiexec.exe /i "Contact Center User Interface.msi" /qb SUITEFILESFOLDER_UI="C:\Programs\Avaya\ CIE silent\" A_NAMESERVICE_HOST="Host_Corba" A_TTRACE_HOST="Host_Trace" Contact Center User Interface Locales You do not need any arguments to install the Contact Center User Interface Locales embedded application.
Page 98: License Client.msi
Specifies the URL of the master license server. Optional WEBLM2_PORT Specifies the port for the master license server. The default port is 8080. Example msiexec.exe /i "[SourceDir]NestedSetups\License Client.msi" /qb ALLUSERS="1" ADDLOCAL="Avaya_Licensing,SecondUrl" LICENSEMODEL="Avaya" WEBLM1_URL="http:// [WEBLM1_SERVER]:[WEBLM1_PORT]" WEBLM2_URL="http:// [WEBLM2_SERVER]:[WEBLM2_PORT]" WEBLM2_PORT="[WEBLM2_PORT]" 98 User Manual CIE 1.0 System Administration...
Page 99: Updating And Uninstalling
Installing the client components Updating and uninstalling You can update the client components as needed or uninstall these applications if you no longer need them. Refreshing views To update a user interface version with a more recent version, use the bootstrapper. You need a data medium (CIE or network) with the corresponding CIE UI software.
Page 100: Installing Applications Separately
Installing applications separately In general, you install the following applications with the user interface installation and the bootstrapper. You can install them separately, however. • Base Components (see “Base components” on page 42 • Locales • License Client • Update client •...
Page 101: License Client
Installing the client components License client To install the license client separately, follow these steps. 1. If you are running the user interface, exit it. 2. Select the folder with the installation files (CIE DVD or network). 3. Double-click License Client.msi. The installation is initialized. This takes about 3 seconds. The Customer Interaction Express License Client dialog opens.
Page 102: Update Client
Update client To install the update client separately, follow these steps. 1. If you are running the user interface, exit it. 2. Select the folder with the installation files (CIE DVD or network). 3. Double-click Update Client.msi. The installation is initialized. This takes about 3 seconds. The Update Client dialog opens.
Page 103: Connecting To Acm (Avaya Communication Manager)
Connecting to ACM (Avaya Communication Manager) Connecting to ACM (Avaya Communication Manager) Introduction on connecting to ACM The PBX task server consists of a number of components that provide the required functions for the call center. Illustration of components The following schematic illustration shows the components and how they fit together.
Page 104: Components For Connecting To The Avaya Communication Manager
PBX ACM. To use the TSAPI interface, you need the Avaya TSAPI client and TSAPI server. The TSAPI client is part of the ACM PBX driver setup and installed on the same PC as the ACM PBX driver. The TSAPI server is part of the Avaya Application Enablement Service (AES).
Page 105: Voice Extension Adapter (Vea)
Connecting to ACM (Avaya Communication Manager) The same PBX task server interface is also used by the BLC (UI). The BLC uses the PBX task server interface for 3rd party controlling of assigned agent telephones. Task server services are available for controlling basic telephone functions such as connecting and disconnecting, consultation, holding, call waiting, forwarding, conference and call diversion.
Page 106: Common Hardware Abstraction Platform (Chap)
TLink is the logical link between the PBX and AES server. TSTest32 Telephony Services Text Application The TSTest application is based on the Avaya CSTA interface. TAC stands for Trunk Access Code. TAC is the number for a tie line. CHAP CHAP stands for Common Hardware Abstraction Platform.
Page 107: References To Avaya Documentation
For information on setting up the AES server and PBX, see the following documentation. • 02-300356 Avaya Application Enablement Services, Installation and Upgrade Guide for a Bundled Server • 02-300357 Avaya Application Enablement Services 3.1, Administration and Maintenance Guide Reference The current documentation is available online at: support.avaya.com...
Page 108: Features That Are Not Supported By The Cie-Acm Connection
Features that are not supported by the CIE-ACM connection The following functions are not available for a CIE connected to an ACM. • Line reporting and realtime line information • Coaching (due to Silent Realtime Information) • User numbers in ACM •...
Page 109: Quick-Start Guide
Connecting to ACM (Avaya Communication Manager) Quick-start guide The following tables are a quick-start guide for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users.
Page 110: Optional: Outcc Setup
Change the AAR Command: change aar analyses 0 Set up the route Command: change route-pattern 6 Check the settings State must be in-service Optional: OUTCC setup You have the option of setting up internal OUTCC and external OUTCC. Step 3: Installing PBX driver, CHAP and PBX task server Once you have configured the ACM PBX, install the components.
Page 111: Step 4: Configuration In The Ui
Connecting to ACM (Avaya Communication Manager) Step 4: Configuration in the UI To be able to use the ACM PBX, you must carrying out the following configuration in the Configuration module. Step Actions in the Notes Configuration module PBX link...
Page 112: Preparations
You can acquire this knowledge through call center training. Prerequisites The ACM PBX is usually started up for the first time by trained Avaya staff. • Administrator PC with ASA (Avaya Site Administration). • The AE service in the PBX must be configured.
Page 113: Testing
To make sure the telephones function, use the TSTest32 application. This application is installed with the TSAPI driver. Call Proceed as follows: 1. Click Start - Programs - Avaya - Tools - TSTest32. The Telephony Services Text application appears. 2. Select the server. Servers are named according to the following convention: Manufacturer#PBX#Service#AESServer Example: Avaya#ACMSTUTTGART#CSTA#STUTTGARTCTI 3.
Page 114: Setting Up The Ip Tie Line
Setting up the IP tie line This topic explains how to set up an IP tie line in the ACM PBX for a call center system. Setup is described using examples. Note the prerequisites for the examples. In your case, some of the settings may vary from the settings used in the example, such as the name of your PC.
Page 115: Prerequisites For Examples
Connecting to ACM (Avaya Communication Manager) Prerequisites for examples The examples and illustrations use and assume the following settings. The signaling and trunk group are assigned the identifier 6. This setting must be unique in the system. It is a good idea to use the same identifier for all related devices.
Page 116: Setting Up The Pc Names (Node Names)
Setting up the PC names (node names) If you have an ACM PBX, you must use name mappings for all assignments to other IP addresses, for example to a CIE PC. You cannot enter IP addresses directly in the respective menus. You must enter all known IP addresses in the node names table.
Page 117: Setting Up One Or More Signaling Groups
Connecting to ACM (Avaya Communication Manager) Setting up one or more signaling groups Protocols, specific signaling methods and the hardware assignment or logical assignment (for H.323 the two end points of the IP connections) are configured in the signaling group.
Page 118 Illustration Once you enter H.323 under Group Type, the display looks like the display below. The figure below shows the settings described in the table. 118 User Manual CIE 1.0 System Administration...
Page 119: Codec Set
Connecting to ACM (Avaya Communication Manager) Codec set All H.323 trunks to the CIE server must be located in one network region. Settings The following settings are to be used as the Codec set. Setting Setting Explanation Audio Codec G.711A...
Page 120: Setting Up A Trunk Group With Signal Group Assignment
Setting up a trunk group with signal group assignment You essentially make the settings for the higher levels of the protocol and channel allocation (bundling). Command add trunk-group x (creates a new trunk group) change trunk group x (to change the settings) Settings You must change the following settings on page 1.
Page 121 Connecting to ACM (Avaya Communication Manager) Illustration The figure below shows the settings described in the table. Edition: 1.1 03/08/2007...
Page 122 Use the Member Assignment Method to decide whether to assign the channels from the signaling group manually or automatically (see figure below). If you select auto, only the associated signaling group and number of channels is specified, and the list on page 5 is created automatically.
Page 123 Connecting to ACM (Avaya Communication Manager) You must change the following settings on page 2. Setting Setting Explanation Service Type Codeset to send Display Supplementary Service Protocol Digit Handling (in/out) enbloc/enbloc QSIG Value-Added Illustration The figure below shows the settings described in the table.
Page 124 You must change the following settings on page 3. Setting Setting Explanation Send Name Send Calling Number Format Private Send Called/Busy/ Connected Number Illustration The figure below shows the settings described in the table. 124 User Manual CIE 1.0 System Administration...
Page 125 Connecting to ACM (Avaya Communication Manager) You do not need to make any changes on page 4. Illustration The figure below shows the settings described in the table. Edition: 1.1 03/08/2007...
Page 126 On the following pages (page 5 and following), you must enter the channels along with the assignment to the signaling group (in example 6) if you are not using Member Assignment Method auto. In general, on page 1 you set Member Assignment Method to auto. Illustration The figure below shows the settings in auto mode as described.
Page 127: Changing The Dial Plan
Connecting to ACM (Avaya Communication Manager) Changing the dial plan You must enter the planned code for the H.323 trunk (in the example 86xxx) in the dial plan analysis with the call type aar (automatic alternate routing). You must configure the aar call type for Voice Control topics, queue devices and channels. You can also group these areas.
Page 128: Changing The Settings For Aar (Automatic Alternate Routing)
Changing the settings for AAR (automatic alternate routing) Command change aar analyses 0 Settings Under aar analysis enter the code (in the example 86xxx). You must also enter the route pattern used (also 6 in the example) and call type lev0. Setting Setting Explanation...
Page 129: Setting Up A Route
Connecting to ACM (Avaya Communication Manager) Setting up a route You must set up a route that connects the code and trunk group. Command change route-pattern 6 Settings You must change the following settings on page 1. Setting Setting Explanation Grp.
Page 130: Checking The Signaling Group And Trunk Group
Checking the signaling group and trunk group To check the settings, open the signaling group and trunk group using the status query (status sig 6 or status tru 6 in the example). The state must be in-service. Note for S8300 If it does not work even though all the settings are correct, reset/restart.
Page 131 Connecting to ACM (Avaya Communication Manager) Edition: 1.1 03/08/2007...
Page 132: Outcc Setup (Optional)
OUTCC setup (optional) In order to use the callback feature from the call list in the topic, you must set up external OUTCC and internal OUTCC accordingly. Dial plan Set up the code for OUTCC in the dial plan as call type ARS. Example 788 for external OUTCC 789 for internal OUTCC...
Page 133: Setting Up External Outcc
Connecting to ACM (Avaya Communication Manager) Setting up external OUTCC OUTCC is set up with ARS analysis. A sufficient number of digits of the code are entered so that the string is unique and does not conflict with any other entries. The code entered is different for each case.
Page 134: Calling Number Manipulation
Calling number manipulation The code numbers for external OUTCC were set up as call type pubu (public unknown), and thus it is possible use public-unknown-numbering in the ACM to configure how it behaves with the calling number (also CPN calling party number). There are three options for configuration.
Page 135 Connecting to ACM (Avaya Communication Manager) Example of public-unknown numbering The figure below shows the described settings. Edition: 1.1 03/08/2007...
Page 136: Installing The Pbx Driver, Chap And Pbx Task Server
Installing the PBX driver To install the PBX driver, follow these steps. 1. The guided installation is open. Start Avaya ACM PBXDriver. The Welcome dialog opens. 2. Click Next. The Setup Type dialog opens. 3. Use the default setting Complete.
Page 137 Connecting to ACM (Avaya Communication Manager) 7. Select one ore more CSTA Server Links. A CSTA Server Link is named according to the following convention: Manufacturer#PBX#Service#AESServer 8. Click Next. The Ready to Install the Program dialog opens. The list shows sample settings.
Page 138: Installing The Chap Component
Installing the CHAP component To install the CHAP component, follow these steps. 1. The guided installation is open. Start Avaya Chap. The Welcome dialog opens. 2. Click Next. The Setup Type dialog opens. 3. Use the default setting Complete. 4. Click Next. The General setting dialog opens. Enter the following settings.
Page 139: Installing The Pbx Task Server
Installing the PBX task server To install the PBX task server, follow these steps. 1. The guided installation is open. Start Avaya PBX Taskserver. The Welcome dialog opens. 2. Click Next. The Setup Type dialog opens. 3. Use the default setting Complete.
Page 140: Installing Wireshark Network Protocol Analyzer (Optional)
Installing Wireshark Network Protocol Analyzer (optional) You can use the Wireshark Network Protocol Analyzer tool for analysis. The installation file is located in the Tools folder. 1. Double-click wireshark-setupX.exe (X stands for the version). 2. Follow the instructions and accept the default settings. Shutting down and restarting the PC Once you have installed the components, you must shut down and restart the PC.
Page 141: Starting Processes
Connecting to ACM (Avaya Communication Manager) Starting processes After you have restarted the PC, start the following processes. • All call center processes • PBX driver • CHAP • CHAPSync • VEA • PBX task server Edition: 1.1 03/08/2007...
Page 142: Configuring Numbers In The Acm And Cie For Open Networks
Configuring numbers in the ACM and CIE for open networks As a rule, closed networks are created. This means that each number (subscriber, access code) is unique in the networked system. However, it is also possible for each location of a company to have the same numbers. In this case, the different locations are dialed using codes, with different codes possible for each location.
Page 143: Example
Connecting to ACM (Avaya Communication Manager) Example Topic call numbers are 17700 to 17799. The code number for the CIE system is 88. In the CIE system, the QUEs for the range 8817700 to 8817799 are configured as described. The following entry will be generated under “ARS digit conversion”.
Page 144: Configuration In The Ui
Configuration in the UI Prerequisite To configure the settings in the call center, you must meet the following prerequisites. • All processes are starting and running. • The CIE UI application is started. • You must be logged on as a Service user. Configuring the PBX link To configure the PBX link, follow these steps.
Page 145: Configuring Topic Access Codes
Connecting to ACM (Avaya Communication Manager) Continued from previous page 17. You must enter the area code, PBX start number, PBX end number and number of local digits (length of internal numbers). If you use three-digit and four-digit internal numbers, enter 4 as the number of local digits.
Page 146: Supported Queue Formats
Supported queue formats We recommend the following WAV format for the queues. • PCM 8,000 kHz, 16 bit, Mono, 16 Kbit/s You can use the following WAV formats. However, they might result in loss of quality. • PCM 11,025 kHz, 16 bit, Mono, 21 Kbit/s •...
Page 147: Configuring The Chap (Setting Up Topics And Queue Devices)
Connecting to ACM (Avaya Communication Manager) Configuring the CHAP (setting up topics and queue devices) Notes on charges Note that the ringback tone is chargeable if a call from the route device of a CHAP is made to the queue device of another CHAP since the call is transferred.
Page 148 Continued from previous page 13. For CHAP application resource application name VEA, specify the number of channels for the topics or queue devices. You cannot specify all the available channels since channels must be available for transferring calls. To be on the safe side, configure half of the available channels. This ensures that you will always have one channel available for transferring.
Page 149: Configuring Telephones
Connecting to ACM (Avaya Communication Manager) Settings Explanation AreaCode Specifies the area code (4532 for Bargteheide). PrefixNumber Specifies the number of the PBX without extensions (example: 269 for Comergo Bargteheide) AccessCode Specifies the external line codes in the PBX, separated by commas (e.g.
Page 150: Ring Tone Setup For Chap
Ring tone setup for CHAP You must configure the properties of the ring tone for topic calls that do not have announcements in the call flow. The ring tone must also be connected in CHAP, as this is required by QSIG. Ring tone properties You must configure the following settings for the ring tone.
Page 151 Connecting to ACM (Avaya Communication Manager) Examples The table below shows examples for a number of countries. Country Description RingTone value Germany 425 Hz tone for 1 second and 4 seconds 425Hz:1000ms + 4000ms pause United States Dual frequency tone (440 and 480 Hz) for...
Page 152: Connecting Voice Control To An Acm
Connecting Voice Control to an ACM For information on connecting Voice Control to a PBX, see the following topic: “Configuring Voice Control when connecting to an ACM” on page 209 152 User Manual CIE 1.0 System Administration...
Page 153: Load Sharing
Connecting to ACM (Avaya Communication Manager) Load sharing If you need to use additional servers because of the large number of requests to the existing system (many calls or agents or more queue devices needed), you can use an additional server to handle additional load.
Page 154 154 User Manual CIE 1.0 System Administration...
Page 155: Connecting To I55
Connecting to I55 Connecting to I55 Quick-start guide You can connect an I55 PBX using an ISDN card and the Module Manager, or use an I55 with L02. The following tables are quick-start guides for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid.
Page 156: Connecting An I55 Pbx Using An Isdn Card
Connecting an I55 PBX using an ISDN card To connect an I55 PBX using an ISDN card, carry out the following steps. Step Action Notes Install the I55 task server Host name of the CORBA naming service Host name of Trace system server Install the ISDN card Physically install the card Install Europa European ISDN (DSS1)
Page 157: Installing The I55 Task Server
Connecting to I55 Installing the I55 task server To connect an I55 PBX to a CIE system, you must install the I55 task server. Prerequisites You must first install all necessary components except the I55 task server. Installation To install the I55 task server, follow these steps. Use the guided installation as usual. 1.
Page 158: Connecting To L02
Connecting to L02 You can also use a PBX with L02. Pay attention to the prerequisites, restrictions and especially the procedure and configuration settings. For security reasons the kernel process (CIE server) and L02 PBX are connected using SSL. In L021 and later you can have more than one TCP/IP connections (2 is a good idea). Prerequisite A PBX with L02 must have a connection with the customer network.
Page 159: Access Is Not Working
Connecting to I55 Access is not working The connection is made using SSL. During installation the respective files are copied to the folder of the CIE server. Make sure the Program Files/Avaya/ContactCenter folder contains these files. • SERVER.PEM • CTI.PEM • KEY.DAT CTI connection is interrupted To prevent the CTI connection from being interrupted, carry out the following measures.
Page 160: Installing The Isdn Card
Installing the ISDN card You need an ISDN card with full CAPI 2.0 32-bit support for accessing the I55 PBX. The following instructions refer to an Eicon DIVA Pro ISDN card. For instructions on connecting to a PBX with L02, see: “Connecting to L02” on page 158 Installation Install the ISDN card as specified by its manufacturer.
Page 161: Installation
Connecting to I55 Installation The operating system recognizes the ISDN card automatically and starts the correct installation. 1. You must select the correct protocol. In Europe, select Europe European ISDN (DSS1). 2. Click Next. 3. You must enter the number of B-channels used. You usually use one B-channel. You do not have to make further settings.
Page 162: Checking The Capi Driver
Checking the CAPI driver Proceed as follows to check the CAPI driver. 1. Open Computer Management. 2. Select Device Manager. 3. In View menu select Show hidden devices. 4. The CAPI driver [CAPI 2.0 driver] must be listed in the Non-Plug and Play Drivers folder. 5.
Page 163: Connecting The Pbx
Connecting to I55 Connecting the PBX The CIE server is connected with the I55 PBX using the ISDN S0 card. Module in the PBX The PBX must have a DS0 or DT0 module. ISDN connection configuration The following table shows the pinout of the ISDN S0 jack. jack ISDN assignment System...
Page 164: Pbx Configuration
PBX configuration You must configure the following settings for the I55 PBX. • You must configure the CIE server as a digital subscriber (DITN) with the ETSI,0 protocol. • Enable the Telephony (TLP) and Data (DAT) services. • Both B-channels must be enabled. •...
Page 165: Module Manager (Communication Manager)
Connecting to I55 Module Manager (Communication Manager) Module Manager (Communication Manager) Version 4.401 is used. Note If a Module Manager is already installed, delete it before you install the Module Manager (Communication Manager). PBX with L02 If you are using a PBX with L02, you do not need a Module Manager. Preparations You need the following information when you install the Module Manager (Communication Manager).
Page 166 Continued from previous page 9. Click Next. The Select B-Channels dialog opens. Select the B-channels that are used by the Communication Manager. The B-channels are only used when Use both B-channels is selected. 10. Click Next. The Select access network dialog opens. Select the access types to be supported by the Communication Manager.
Page 167 Connecting to I55 Continued from previous page 12. The Communication Manager establishes the connection between the I33xE PBX and an application. In the Interface to standard applications (e.g., ACD, CallCenter) field, enter the access data: Enter the BCAG number of your PBX as access number. Enter 5679 as the port for the CIE.
Page 168: Preconfiguration For Module Manager (Communication Manager)
Preconfiguration for Module Manager (Communication Manager) Once you have installed the Module Manager (Communication Manager), configure the following settings. Check the type of start and set reactions upon service failure After you restart your PC, the Communication Manager should start automatically. Check the start type. You must also set the reactions upon service failure.
Page 169: Changing The Configuration
Connecting to I55 Changing the configuration To change the Module Manager (Communication Manager) configuration, for example to change the BCAG no., number of B-channels, etc., restart setup and enter the changes in the correct dialog box. Checking the connection with the PBX You can check whether a connection with the PBX has been established.
Page 170: Creating A Log File
Creating a log file You can use the Module Manager (Communication Manager) to create a log file. This file logs the actions of the Communication Manager. The development department can analyze this log file. Please note that the storage capacity needed for this log file increases continuously. Either delete the file from time to time or use the start parameter only temporarily.
Page 171: Configuring The Pbx In The User Interface
Connecting to I55 Configuring the PBX in the user interface In the user interface, use the Configuration module to configure to settings for the PBX. Start the user interface as normal. Configure the country settings and the settings for the PBX. Country Settings The Configuration module is open in the user interface.
Page 172: Dspf Controller
DSPF controller If you want to transfer announcements to the PBX, you need the DSPF controller application. You usually install the DSPF controller application on an interface PC or a separate PC. Note: Setup does not fully install the driver for the VTB. When you connect the VTB, the operating system automatically detects the new hardware and begins the driver installation.
Page 173: Connecting The Vt Box
Connecting to I55 7. Click Next. The Ready to Install dialog opens. 8. Click Install. The installation takes several seconds. 9. Click Finish to complete the installation. Connecting the VT box Setup does not fully install the driver for the VT box. When you connect the VT box, the operating system detects that the new hardware has been detected.
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Page 175: Starting Voice Control For The First Time
Starting Voice Control for the first time Starting Voice Control for the first time Using Voice Control with a connection to an ACM Illustration: Voice Control in the CIE system The following schematic illustration shows the structure of the CIE system and its necessary components. Taskserver Taskserver Extension...
Page 176: Mode Of Operation
Mode of operation The CIE server is connected to the PBX using a TSAPI interface. CORBA connects the Voice Control server to the CHAP process, which abstracts the configured routes to the PBX. The CHAP is connected to the PBX using VoIP (QSIG). A CORBA connection from the CIE server and the Voice Control server to the task server process is used to control the Voice Control processes.
Page 177: Connecting To The Pbx
Starting Voice Control for the first time Action in the CIE system Voice Control reaction (Starts) Voice Control-Server Reads licenses (licenses for the ports are allocated) Connects to the database and reads data Connects to CHAP Creates scripts and endpoints Creates audio ranges (TTS, ASR) Connects to the task server Kernel...
Page 178: Using Voice Control With A Connection To An I55
Using Voice Control with a connection to an I55 Illustration: Voice Control in the CIE system The following schematic illustration shows the structure of the CIE system and its necessary components. VU manager CIE server Voice Control server ivr.exe vu.exe ISDN card S0 (CSTA protocol)
Page 179: Mode Of Operation
Starting Voice Control for the first time Mode of operation The CIE server is connected to the PBX using an S0 or S2M. The CSTA protocol is used as control protocol between the two components. The Voice Control server is connected to the PBX using ISDN connections. The CIE server and Voice Control server are connected by a socket connection to control Voice Control processes over the Ethernet.
Page 180: Connecting To The Pbx
Action in the CIE system Voice Control and VU Manager reaction (Starts) I55 task server VU manager Vectors Activate CallFlow-Set Connecting to the PBX You can use up to 2 ISDN cards (4 S0 or S2M ports) to connect the Voice Control server to the PBX. Special aspects Voice Control has the following special aspects.
Page 181: Quick-Start Guide
Starting Voice Control for the first time Quick-start guide The following tables are quick-start guides for the respective topics. Step 1: Preparations Please note the requirements. Carry out the preparations first. Step Action Notes Install the ISDN card Only required for I55. Step 2: Installation Install the components as described.
Page 182 Step Action Note If necessary, install ASR If you are running OSR 3.0 and the license server on different PCs, you must deactivate the 3rd Party Licensing Components option. Following installation, you must copy osr.lic to [INSTALLDIR]\flexlm\license folder, where [INSTALLDIR] stands for the OSR 3.0 installation path.
Page 183: Step 3: Configuration And Startup
Starting Voice Control for the first time Step 3: Configuration and startup To start up Voice Control, follow these steps. Step Action Notes Configure VU Settings: Name Type Interface version Host TCP port no. (54321 for I55) Mail server Default script Line allocation (for I55) Allocate number Only required for ACM.
Page 184: Prerequisites
Prerequisites To run Voice Control, you must meet the following prerequisites. Hardware You must have at least the following hardware for a CIE server with Voice Control. See the following topic for the prerequisites: “CIE requirements” on page 27 Additional equipment •...
Page 185: Supported Wav Formats
Starting Voice Control for the first time Supported WAV formats We recommend the following WAV format for Voice Control. • PCM 8,000 kHz, 16 bit, Mono, 16 Kbit/s You can use the following WAV formats. However, they might result in loss of quality. •...
Page 186: Licensing
Licensing A license server allocates the necessary licenses for Voice Control. When you start applications, they request the relevant licenses from the license server. License server You need a license server. For installation and operation information, see the relevant user manual. License Client You need a license client.
Page 187: Installing New Licenses During Operation
Starting Voice Control for the first time License Explanation The licenses for TTS (VALUE_CIE_IVR_TTSPORT and VALUE_CIE_IVR_TTSPORT VALUE_CIE_IVR_TTSLANG) are not allocated until they are needed (when a script element needs TTS) and are then made available immediately afterwards. The possible number of TTS elements that can work in parallel therefore determines the number of licenses.
Page 188: Installation Files
Installation files You need data media with the correct files for Voice Control and for ASR and TTS. Folder for Voice Control You can find the installation files on the DVD for CIE. The following table shows an overview of folders for Voice Control. Folders Contents Voice Control\Docu...
Page 189: Installing S0 Isdn Cards (I55)
Starting Voice Control for the first time Installing S0 ISDN cards (I55) To connect to an I55, you can use the following S0 ISDN cards: • Eicon V-4BRI Physically installing the ISDN cards Install the ISDN cards in the PC as specified by the manufacturer. Installing the ISDN cards To install the ISDN card, follow these steps.
Page 190: Where To Get Further Information
Where to get further information? For more information, see: www.eicon.de Which is ISDN card 1 and which is ISDN card 2? You can install two 4 S0 port ISDN cards (PCI) in your PC. A maximum of 2 times 4 (8) S0 connection are available.
Page 191: Which Is Controller 1 On The Isdn Card And How Do I Need To Wire It
Starting Voice Control for the first time Which is controller 1 on the ISDN card and how do I need to wire it? The sequence of controllers on Eicon BRI ISDN cards is from right to left when you look at the Western sockets of the ISDN card.
Page 192: Configuration Pbx I55 For S0
Configuration PBX I55 for S0 You must configure the user access for the voice unit with S0 interface. You need e.g. a DS0 slide-in card. Configuring the ICU data for the digital S0-user You configure the digital S0-user with the ICU-Editor as usual. You must make the following settings.
Page 193: Installing S2M Isdn Cards (I55)
Starting Voice Control for the first time Installing S2M ISDN cards (I55) To connect to an I55, you can use the following S2M ISDN cards: • Eicon V-PRI/E1/T1 Physically installing the S2M card Install the ISDN cards in the PC as specified by the manufacturer. Installing the S2M card To install the S2M card, follow these steps.
Page 194: Detecting The Driver Version Installed
Detecting the driver version installed To detect the current driver version, follow these steps. 1. In the Control Panel, click System. The System Properties dialog opens. 2. Click the Hardware tab. 3. Click Device Manager. 4. Under Network adapters, double-click Eicon DIVA Server V-PRI/E1/T1. 5.
Page 195: Wiring
Starting Voice Control for the first time Wiring You need a cable from the PBX to the S2M card. The table below shows the allocation of a possible cable. Connection on the DT2 or DT21 in the Eicon PRI pins on the RJ45 PBX (system cable) connection (Western) Transmit...
Page 196: Configuration Pbx I55 For Dts2
Configuration PBX I55 for DTS2 You must configure the access for Voice Control as type DTS2. You need a DT2 slide-in card. Configuring the ICU data for the digital S0-user You configure the type DT2/MIT2 digital line card T2/TIE. You must make the following settings. •...
Page 197 Starting Voice Control for the first time AOLM Explanation IVRVC Variant Voice Control (Call Center) The voice unit (VU) is connected with the Call center server via IP. The setup of the PBX contains a Call ID (for script selection). IVRML Variant Voice Mail Last Redir.
Page 198: Installing Voice Control
Installing Voice Control To install Voice Control, follow these steps. Updating Tiva 2.x If you have already installed an earlier version of Voice Control (Version V2.0.0.39007.4290 or later), install the current version as described. You do not have to uninstall the existing version. Note: If you want to use Voice Control with the RealSpeak 3.5 text-to-speech software, install RealSpeak 3.5 before installing Voice Control.
Page 199: Installing Asr And Tts
Starting Voice Control for the first time Installing ASR and TTS You can install the ASR (speech recognition) and TTS (text-to-speech) functions together or separately. The ASR installation includes the basic installation and installation of the required languages. You can install the individual ASR languages later.
Page 200: Installing Osr 3.0
Installing OSR 3.0 To install OSR 3.0, follow these steps. 1. Insert the Languages DVD and open the ASR - OSR 3.0 folder. 2. In the OSR-3.0 folder, start Setup.exe. The Welcome dialog opens. Click Next. 3. Agree to the license agreement and click Next. 4.
Page 201: Installing Existing Speech Recognition Software (Asr)
TIVA CD3 (xxx stands for the language) and start setup.exe. 6. Restart the computer. 7. In Start - All Programs - Avaya - CIE - Voice Control, select Activation of Languages and activate the required languages (see also: Configuring languages in Voice Control).
Page 202: Installing Tts
Installing TTS The text-to-speech (TTS) installation includes the basic installation and installation of the required languages. You can also install the individual TTS languages later. Nuance/ScanSoft RealSpeak 4.0 is included. Nuance/ScanSoft RealSpeak 3.5 and Speech Works Speechify 2.1 are also supported. Installing Nuance RealSpeak 4.0 Installation To install Nuance RealSpeak 4.0, follow these steps.
Page 203: Installing The Languages
4. Restart the computer. 5. Install Voice Control. 6. In Start - All Programs - Avaya - CIE - Voice Control, select Activation of Languages and activate the required languages (see also: Configuring languages in Voice Control). 7. Restart Voice Control.
Page 204: Configuring Languages In Voice Control
To be able to run the installed engine(s), follow these steps: 1. Open Start - All Programs - Avaya - CIE - Voice Control and select Activation of Languages. 2. If you have installed multiple speech recognition programs, a message is displayed: Speech recognition software from more than one manufacturer is installed.
Page 205: Changing The Port Configuration
Change To change the port assignment, follow these steps. 1. In Start - All Programs - Avaya - CIE - Voice Control, click ISDN Ports. The ISDN port configuration is displayed. 2. You can select Busy (assigned) or Not busy for each controller. This setting determines which controllers are used for running Voice Control.
Page 206 Example 1 for ISDN port configuration In example 1, all ports are used for Voice Control. 206 User Manual CIE 1.0 System Administration...
Page 207 Starting Voice Control for the first time Example 2 for ISDN port configuration In example 2 the ISDN card 2/controller 8 port is assigned to another application. Edition: 1.1 03/08/2007...
Page 208 Example 3 for ISDN port configuration In example 3, number 73 is deleted. Note The ISDN card 1/controller 4 cable with number 74 must be inserted at controller 3. 208 User Manual CIE 1.0 System Administration...
Page 209: Configuring Voice Control When Connecting To An Acm
Starting Voice Control for the first time Configuring Voice Control when connecting to an ACM The following procedure describes how to configure a VU and use it in the CIE system. Prerequisites You must meet the following prerequisites to be able to connect Voice Control to a task server ACM correctly.
Page 210 Setting Explanation Mail server Specifies the host name of an SMTP-capable mail server. Voice Control uses this mail server to send emails. Default script Specifies the default script. If an error occurs, Voice Control starts this script. Line allocation This box is blank for ACM. You allocate lines using the CHAP server tab.
Page 211: Assigning Numbers In Chap
Starting Voice Control for the first time Assigning numbers in CHAP You use the Contact Center User Interface application to enter the numbers, number of existing channels and the distribution of existing numbers/channels to different applications. To set the configuration below, you must start Voice Control. 1.
Page 212: Assigning Voice Control To A Task Server
Assigning Voice Control to a task server For Voice Control to work with a task server, you must assign it to a task server. Proceed as follows: 1. Start the Contact Center User Interface application. 2. Select the Administration tab on the left and the select Configuration. 3.
Page 213: Configuring Voice Control When Connecting To An I55
Starting Voice Control for the first time Configuring Voice Control when connecting to an I55 The following procedure describes how to configure a VU and use it in the CIE system. For more information, see the I55 PBX documentation. Configuring the VU You configure VUs in the Contact Center User Interface application.
Page 214: Notes
Notes Note when configuring topics When you configure a topic on the Telephony tab, you must select a script for playing voice mails. Creating IVR scripts You can use the IVR Editor module to create the correct IVR scripts. For information on how to create, edit, save and enable IVR scripts, see the IVR Editor user manual or online Help for the IVR Editor module.
Page 215: Starting Voice Control Manually
Proceed as follows: 1. Double-click the Voice Control desktop link. 1. Open Start - All Programs - Avaya - CIE - Voice Control - Voice Control Voice Control in the PBX network Configure A Voice Control component is permanently assigned to a PBX. You must assign an IVR script to one or more Voice Controls.
Page 216 216 User Manual CIE 1.0 System Administration...
Page 217: Voice Control Service And Maintenance
Voice Control service and maintenance Voice Control service and maintenance Help with problems The following problems might occur. A possible solution is presented. Condition in the Logic element is not processed correctly Problem A condition in the Logic element is not processed correctly. Solution Note that the words lower and upper cannot be part of a variable name.
Page 218: Voice Control Does Not Receive Any Calls (Only Applicable If Connected To An I55)
The relevant overload messages are issued in TTrace. You can switch off the automatic overload prevention feature. To do so, go to LOCAL_MACHINE\ SOFTWARE\AVAYA\CIE\VoiceControl\Configuration and set the PerfmonDisabled registry entry to true. 218 User Manual CIE 1.0 System Administration...
Page 219: Service
You can edit the Windows registry and use TTrace for service purposes. Windows registry Only experienced users should change entries in the Windows registry. In the Windows registry, entries for Voice Control are in LOCAL_MACHINE\SOFTWARE\Avaya\CIE\VoiceControl\Configuration Change Explanation PathVUScripts Folder for XML scripts...
Page 220: Settings Useful Reporter Categories For Ttrace
The following reporter categories are useful for error messages. The table lists types of errors and the corresponding reporter categories. In the registry in LOCAL_MACHINE\SOFTWARE\Avaya\CIE\VoiceControl\Configuration InitialTTraceCategories, you can enter reporter categories separated by commas that you want to switch on automatically when Voice Control starts.
Page 221: Uninstalling Voice Control With The Speechpearl Engine
Voice Control service and maintenance Changing the host names of the CORBA naming service, TTrace server or CTI server settings To change the host name of the database server, license server, TTrace server or CTI server settings later, follow these steps. 1.
Page 222: Ttrace Commands
TTrace commands To check the status of Voice Control, you can use commands in TTrace. The Command list box contains all possible commands. Once you have selected the command, select Send to send the command to the application. VC_ShowSystemInfo System information The following system information is displayed.
Page 223: Vc_Showconnectionstatus
Voice Control service and maintenance VC_ShowConnectionStatus Shows information on existing connections. Information Explanation Indicates an internal ID number. CallID Indicates the ID number of the call. From Indicates the caller's number. Indicates the callee's number. Redirect Number Indicates a diversion destination. State-D Indicates the status of the D channel.
Page 224: Vc_Showivrstatus
VC_ShowIVRStatus Shows information on the active IVR endpoints. Shows all active (working) VU scripts. An IVR_User is created for each VU script. Information Explanation Endpoint address CallID ID number of the call Port Port number of the connection State Script status: 0 indicatesPassive (no script is loaded) 1 indicates Active (IVR_User is active;...
Page 225: Vc_Showbccstatus
Voice Control service and maintenance VC_ShowBCCStatus Shows the script status in connection with the CIE. Information Explanation Endpoint address CallID ID number of the call InvokeId ID for activating the script BCC State Script status: 0 means unknown 1 means StartScriptRequest 2 means StartScriptWaitRequest 3 means StartScriptInWait 4 means StartScriptResponseSuccess...
Page 226 226 User Manual CIE 1.0 System Administration...
Page 227: Installing The Umr
Installing the UMR Installing the UMR Quick-start guide The following tables are quick-start guides for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users.
Page 228 Update the database Select: Use the default settings UMR Core Locales Optional installation of additional languages. English and German are installed with UMR Core. Installing UMR Archiving Enter the settings for the following components. (RoD) Reporting database Archiving (source) database Scheduler database Archiving (destination) database Install the address book...
Page 229: Step 3: Startup
DB server LNA server C3000 server UMR ClientAdapter UMR config server UMR task server POP3 IMAP4 client SMTP connector UMR text template server Avaya observation service RoD repo server RoD Rodomat RoD scheduler server RoD Archie RoD CommandExecuter Edition: 1.1 03/08/2007...
Page 230: Prerequisites
Prerequisites Please note the prerequisites, particularly when installing server components. Hardware Server hardware See the following topic for the hardware and software requirements: “CIE requirements” on page 27 Agent equipment You must have at least the following hardware for an agent workstation. The requirements are greater if you are also using other applications.
Page 231: Proxy Server
Installing the UMR Proxy server In general, a proxy server (HTTP proxy) is used to access the Internet in a company network. It is possible to use an automatic configuration script for the LAN settings. In order for the Web applications of the CIE system to work correctly, you must set the relevant exceptions in the LAN settings or modify the automatic configuration script accordingly.
Page 232: Preparations
Preparations Before starting the installation, we recommend that you make the following settings. Switching off the NT kernel mode printer driver To ensure proper operation, switch off the NT kernel mode of the printer driver. Proceed as follows: 1. Launch the Group Guideline Editor. To do so, click Start - Run. Enter gpedit.msc. Click OK. 2.
Page 233: Switching Off Display Shutdown Event Tracker
Installing the UMR Switching off Display Shutdown Event Tracker Requesting the reason for the result when shutting down or restarting the server can be disabled in Group Guidelines. 1. Launch the Group Guideline Editor. To do so, click Start - Run. Enter gpedit.msc. Click OK. 2.
Page 234: Installing Umr Components
Installing UMR components Installation instructions are divided into multiple steps to make them more clear. Use the host name When specifying the host name, use the host name of the PC, not localhost. Installing the CIE system Install a CIE system as you normally would. For installation information, see “Installing components” on page 38.
Page 235: Java Development Kit (Jdk)
Installing the UMR Java Development Kit (JDK) You must install Java Development Kit 1.5.7 or higher. All correct settings will then be made automatically. Note You may already have JDK or have already installed JDK beforehand. Please note that you must install Support for additional languages. We recommend that you disable the Java automatic update.
Page 236: Step 1: Installing Umr (Select Components)
2. Click Install. The Select a language dialog opens. 3. Use the default. 4. Click OK. The UM Core dialog opens. 5. Click Next. The Select destination dialog appears. 6. Use the default ..\Avaya\UM Core\. 7. Click Next. The Setup Type dialog opens. 8. Select UMR.
Page 237: Step 2: Installing Umr (Settings)
Installing the UMR Step 2: Installing UMR (settings) You have selected the components. 1. Click Next. The Select a language for the runtime componentsdialog opens. 2. Select the default language for the UMR interfaces (Web Client and Textblock Administrator). 3. Click Next. The Service Account dialog opens. Enter the following settings. Service Account - Setting Explanation User name...
Page 238 Continued from previous page 6. Click Next. The Database Server parameters dialog opens. Select an option. Parameters for the database Explanation server - option Local You usually use the default setting Local. The database is on the same PC. Remote If the database is running on a different PC, select Remote.
Page 239 Installing the UMR Continued from previous page 9. Click Next. The Text Template Server Parameters dialog opens. Enter the following settings. Text template server parameters Explanation - setting Database driver Standard: com.Sybase.jdbc2.jdbc.SybDriver Database To enable text blocks to be created in the CIE database, enter the host name of the PC running on the database.
Page 240: Step 3: Installing Umr (Updating The Database)
Step 3: Installing UMR (updating the database) 1. The UMR Database Installer 2.0 dialog is opened. 2. Select the following options. 3. Click Next. The Database devices dialog opens. Use the default settings for the UMR database or change the settings as required. 4.
Page 241: Step 4: Umr Core Locales
Installing the UMR Step 4: UMR Core Locales To install additional languages (e.g. French), you first need to install UMR Core Locales. During the installation of UMR Core English and German are installed by default. 1. The guided installation is started. Select UMR Core Locales. The UMR Core Locales dialog opens. 2.
Page 242: Step 5: Installing Umr Archiving (Rod)
Step 5: Installing UMR Archiving (RoD) To install UMRArchiving (RoD), follow these steps. Rod stands for Reporting on Demand. 1. The guided installation is started. Select UMR Archivien (RoD). The RoD dialog opens. 2. Click Next. The Choose Destination Location dialog opens. Use the default. 3.
Page 243 Installing the UMR Continued from previous page 7. Click Next. The Scheduler database dialog opens. Enter the following settings. Scheduler database - Setting Explanation Database type You cannot modify this setting. Database server Specifies the database server. Host name Indicates the host name of the database server. Port Enter the port for the PC running the database server (default 5000).
Page 244 Archiv (Target) Setting Explanation database - Setting required for database type Log device SQLServer Indicates the log device. Size of log device SQLServer Indicates the size of the log device. ODBC driver Sybase Click the ? button to display the recommended Oracle ODBC drivers.
Page 245: Step 6: Installing The Address Book Server
6. Select I accept the terms in the license agreement. 7. Click Next. The Destination Folder dialog opens. Use the default setting ..\Avaya\Customer Interaction Express\. 8. Click Next. The General settings dialog opens. You must enter the following information. Settings...
Page 246: Startup
Startup After installing CIE with UMR, you must define the start sequence in the Watchdog (for CIE and UMR processes) and configure the CIE system. You can also consult “Processes that run on a CIE server” on page 73 to learn about these processes. Defining the start sequence of processes in Watchdog You can configure the sequence in which individual processes are started in the Watchdog.
Page 247: Processes: Umr (Email System)
• UMR config server • UMR task server • POP3 IMAP4 client • SMTP connector • UMR text template server • Avaya observation service • RoD repo server • RoD Rodomat • RoD scheduler server • RoD Archie • RoD CommandExecuter Watchdog The following processes must always be started by the Watchdog if you have a UMR system.
Page 248: Uninstalling Components
Uninstalling components You can uninstall UMR components as you normally would. Components To uninstall components, follow these steps. 1. Select Start - Settings - Control Panel - Software. 2. Select UMR. 3. Click Change/Remove. C3k database is not deleted The c3k database is not deleted. If you do not want to replace the c3k database when you install UMR, you can select the appropriate option in the security notice.
Page 249: Setting Up Umr
Setting up UMR Setting up UMR We will set up a sample topic, agent group and agent. We will then create a simple task flow. This will allow us to test the UMR features in the CIE system. Connecting a CIE system to mail systems The UMR system receives email messages via SMTP or can retrieve messages from a mail server account using the POP3/IMAP4 protocol.
Page 250: Illustration: Cie System With Umr
Illustration: CIE system with UMR The following illustration shows the connection from a CIE system to mail systems. Internet (email) Mailserver (Relayhost) UMR WebClient Send email using SMTP Mailserver - Exchange - Domino Send copy of SMTP - Groupwise email using SMTP - Linux, …...
Page 251: List Of Umr Components
Setting up UMR List of UMR components The following table shows the UMR components and explains their functions. Component Function In the kernel, mailboxes for agents and tasks are managed, and the status of agents is evaluated. Components are configured and routing is set up in the Configuration module.
Page 252: Changes That Are Blocked In The Cie System
Changes that are blocked in the CIE system If you attempt to make changes that are not permitted in the CIE system, a message appears in the CIE user interface. You do not permitted to carry out the following actions. •...
Page 253: Example: Setting Up And Testing Umr
Setting up UMR Example: Setting up and testing UMR To test a CIE system with UMR, use the following instructions. The procedure is explained using examples. When you install and start up UMR for the first time, you can follow this procedure to test whether your CIE system is operating properly.
Page 254: Step 1: Email Settings
Step Action Note Creating a task flow set Task flow editor module Topic – agent group connection Publishing the UMR UMR Administrator module domain Local accepted DNS domains Setting up POP3 or UMR Administrator module IMAP4 C3000 POP3 IMAP4 client Sending email Example Working as an agent...
Page 255: Step 2A: Setting Up A Topic - Smtp Variant
Setting up UMR Step 2a: Setting up a topic - SMTP variant Once you have configured the email settings, set up a topic. Proceed as follows: 1. The Configuration module is open. Click the Topic tab. 2. Click Create. The Topic - Create dialog opens. 3.
Page 256: Step 2C: Setting Up A Topic - Imap4 Variant
Continued from previous page 8. Set the required options and enter additional information. Select the POP3 protocol. 9. Enter the following settings. Settings Comments MailServer Specifies the name of the mail server. Port Port 110 is usually the default port. User Specifies the mailbox address.
Page 257: Step 3: Setting Up An Agent Group
Setting up UMR Continued from previous page 9. Enter the following settings. Settings Comments MailServer Specifies the name of the mail server. Port Port 143 is usually the default port. User Specifies the mailbox address. Polling interval Specifies the interval at which the unread messages are retrieved. Password Specifies the user's password.
Page 258: Step 5: Creating A Task Flow Set
Continued from previous page 5. Click Password. Enter the password and confirm the password. 6. Click OK. 7. As the task type, select Email. 8. Enter the remaining settings. 9. Click Privileges. 10. Click the UMR tab. For the sample agent, select all privileges. You usually assign an agent the following privileges as required.
Page 259: Step 6: Publishing The Umr Domain
Setting up UMR Continued from previous page 7. Click OK. 8. Click the List of symbols tab. 9. Drag a source email to the email flow. Select the topic Info1. 10. Click OK. 11. Drag a target agent group to the email flow. Select the agent group AG-Info1. 12.
Page 260: Step 8: Sending A Sample Email
Continued from previous page 4. Enter the following settings. Settings Comments Maximum size of incoming You can enter a limit for incoming messages. messages (mega bytes) When entering the maximum size, remember that the size also includes attachments, such as faxes, bitmaps and the like. The default setting is 2 MB.
Page 261: Configurations In The Umr Administrator
Setting up UMR Configurations in the UMR Administrator If you work only with emails in the CIE system, you must configure only the domain in the UMR Administrator. You can configure the security. If you also want to send SMS messages and faxes using the UMR application, you must complete other configurations in the UMR Administrator.
Page 262: What Settings Can Be Configured Only In C3000
Field Explanation Fax sender identifier Enter an individual sender ID for the user. Cost center Enter a cost center (any string). Street Shows the street. This entry is used as the placeholder variable for the textblocks. Zip code Shows the zip code. This entry is used as the placeholder variable for the textblocks.
Page 263: Themes/Domains Tab (Topics)
Setting up UMR Themes/domains tab (Topics) Implement the following settings for topics. Field Explanation Name Field is grayed. The name of the topic is copied from CIE. Example: order Email Field is grayed. The email address of the topic is copied from CIE. Example: order@company.com FAX extension...
Page 264: Themes/Domains Tab (Topics)
Themes/domains tab (Topics) As in the case of the SMTP connector it is possible to filter in the Security tab under Valid sender domains. The domains configured for UMR must also be entered for the SMTP connector as Valid sender domains. This is done automatically by UMR Administrator. The destinations in the UMR (agents, topics) generally have a different domain internally than that on which they can be accessed externally.
Page 265: Security Tab
Setting up UMR Examples for Topic Support: Valid domains: @group1.com, @group2.com Sender: support@group.de Email to (or Cc) Sender of the reply support@group1.com support@group1.com support@avaya.com support@group2.com support@group2.com support@group2.com support@group2.com support@group1.com support@group.de support@group.de support@xyz.com support@group.de Security tab On the Security tab, in Components - C3000 SMTP Connector you can configure the following rules for security.
Page 266: Sms Gateway
SMS gateway The SMS gateway lets you send and receive text messages (SMS messages). License You need a valid license for the SMS gateway. Terminals SMS Business (GSM 03.38, 03.40 & 07.05) Messages are received and sent by default using GSM modules (cellular engines): •...
Page 267: Configuration And Operation
Setting up UMR Configuration and operation The UMR WebClient module lets you receive text messages directly if an extension for SMS messages is stored for the agent or topic. Central administration takes place using the UMR Administrator for SMS gateway, topics and agents. Before starting the SMS gateway, make sure that the entered PIN matches the SIM card installed.
Page 268 Setting Description TCP/IP port Port address of the interface. Insert sender If you select this check box, the sender written as g@[extension]h is inserted at the beginning of the SMS message. SMS with more If an SMS message has more than 160 characters, you can select from the than 160 following three options: characters...
Page 269 Setting up UMR General tab On the General tab, enter the following information. Settings Description C3000 server Enter the host name of the C3000 server (the IP address in exceptional cases). All valid address formats in your system are accepted. Example: 127.0.0.1, localhost, FQDN and ums.company.com Path for temporary files The working files of the gateway are generated in this directory.
Page 270: C3000 Fax Gateway
C3000 fax gateway The C3000 fax gateway is a gateway for sending and receiving for the FAX3 service. FAX3 You can make the FAX3 service available at an extension for each user. The FAX3 service lets you send and receive fax G3 documents. Receiving color faxes The UMR can receive color faxes and grayscale faxes and display them as color or grayscale faxes once they are converted (tiff file).
Page 271: Configuration
Setting up UMR Configuration You configure the C3000 fax gateway in the Avaya Service Manager and UMR Administrator. • In the Avaya Service Manager use the basic configuration. • In the UMR Administrator use the advanced configuration. • To activate changes, you must restart the service.
Page 272: Advanced Configuration In The Umr Administrator
Advanced configuration in the UMR Administrator The advanced configuration is read from the UMR server config DB. Use the UMR Administrator to configure the config DB. Notes You must have started the fax gateway at least once to write its default configuration to the database using the assigned name.
Page 273: General Tab - Controlscript Settings
Setting up UMR General tab — Controlscript settings Fax gateway General tab Controlscript settings tab The following table display shows the settings on the Controlscript settings tab. Setting Comments Controlscript settings Enter the name and path of the control scripts (scope) you want to run for the entered services.
Page 274 Setting Comments Preselection You can also configure special special dialing options for billing charges using the PBX. The entered dial string is used instead of the destination. You can enter normal dial characters (numbers, * , #) and a few special keywords, which are replaced by the contents of fields in the C3000 database.
Page 275: Call Options Tab - Fax
Setting up UMR Call options tab — Fax Fax gateway Call options tab Fax tab The identifier consists of two parts: the base identifier and extension. The system creates the identifier according to the following rules: • Rule 1: If a job-dependent sender ID exists, this ID is used. Otherwise rule 2 applies. •...
Page 276 Setting Comments Use identifier Use this option to define whether the identifier is transmitted. The fax sender consists of two parts: the identifier and fax header. You can also insert the identifier directly into the fax header using the %subscriber% variable. This can cause the ID to be displayed even if it is deactivated or the ID to be displayed twice if it is activated.
Page 277: Port Manager - Net Ports Tab
Setting up UMR Port Manager — Net ports tab Fax gateway Port Manager tab Net ports tab To create a new net port, follow these steps: 1. Click the Add button to create a new net port. 2. A new row is created with a column called Netport a column called Protocol. The Netport list box contains the numbers of net ports that have not been configured (starting with 0).
Page 278: Port Manager - Port Assignments Tab
Port Manager — Port assignments tab Fax gateway Port Manager tab Port assignments tab The following table display shows the settings on the Port assignments tab. Setting Comments Assigned UMS lines Enter the lines reserved for C3000. Default: 60 Add button To add a configuration, follow these steps: 2.
Page 279: Port Manager - Configurations Tab
Setting up UMR Port Manager — Configurations tab Fax gateway Port Manager tab Port assignments tab Click the pencil or the Add button You can use these two options to change default configurations ( ) or add new configurations (Add button).
Page 280: Port Manager - Configuration - Fax Tab
Port Manager — Configuration — Fax tab Fax gateway Port Manager tab Configurations tab Click the pencil for DEFAULT_FAX Fax tab The following table display shows the settings on the Fax tab. Setting Comments Node number You can enter a number for the node number for fax extension. The number is a prefix for extensions and allows you to distinguish between users at different sites who have the same extension.
Page 281: Port Manager - Configuration - Extension Tab
Setting up UMR Port Manager — Configuration — Extension tab Fax gateway Port Manager tab Configurations tab Click the pencil for DEFAULT_FAX Extension tab tab. The following table display shows the settings on the Extension Setting Comments Use diverting number If you select this checkbox, the diverting number is evaluated (instead of the extension number) and used to find a mailbox.
Page 282 Accept not assigned Select this checkbox to enable messages to received for extensions not extensions assigned in the system. In this case, you configure a valid default recipient (postmaster) in Avaya Service Manager. Default: not selected Value range: activated/deactivated Accept short extensions Select this checkbox to enable messages to received for extensions that are too short.
Page 283: Warnings - Warningsystem Tab
Setting up UMR Warnings — Warningsystem tab Fax gateway Warnings tab Warningsystem tab The following table display shows the settings on the Warningsystem tab. Setting Comments Activate Warningsystem Select this checkbox to switch on the warning system. The warning system calculates the fax transmission error rate.
Page 284 Setting Comments Timespan [minutes] Enter the max. age (in minutes) for the jobs that are used to calculate the error rate. Default: 60 Value range: 1 - 65535 Warning recipient range Address Enter the warning recipient that is notified when the defined error rate is exceeded.
Page 285: System Messages (Realtime Manager Information)
Setting up UMR System messages (realtime manager information) Error: 400000 Doubledial blocking detected. The number is already in use on another line. The job will be repeated later. Extended tab — Fax Footer You can print up to three lines of information on the first page of a fax when it is received. A horizontal line separates this text from the original fax page.
Page 286 Setting Comments Fax margins Specifies the distance in pixels to the margin and thus the area to which the first page received is compressed. Top: 0 pixels Bottom: 400 pixels Left: 0 pixels Right: 0 pixels Footer margins Specifies the distance in pixels to the margin and thus the area in which the three footer lines are inserted.
Page 287 Setting up UMR Placeholder The placeholders you can use are explained in the table below. Placeholder Explanation %sender% This placeholder stands for the CallerID or subscriber depending on which you want to use for the sender and subject (configured in UMR Administrator).
Page 288: Settings In The Windows Registry
Settings in the Windows registry You need registry keys to make the following fax gateway settings: Configuring FAX file extensions To use a file extension other than *.tif for incoming faxes, go to: HKEY_LOCAL_MACHINE\SOFTWARE\COM:ON\ C3000 Fax Gateway\Config and use the following registry key: FAX_FILE_EXTENSION Enter the type: REG_SZ as the value (context menu: String).
Page 289: How Do I Include Cover Sheets For The Fax Transmission
Setting up UMR How do I include cover sheets for the fax transmission? If you use faxes or SMS messages, you must install the correct gateway and set it up in UMR Administrator. Page Cover sheets To automatically send cover sheets and letterhead templates in a fax transmission, in the UMR server you can include layout elements in the form of RTF documents (Rich Text Format).
Page 290: Placeholders Variable For Cover Sheets
Creating a cover sheet or letterhead 1. To create a cover sheet or letterhead, create a document including the components that you want, for instance, in MS Word. Save this as an RTF file (Rich Text Format). The fonts used must be available on the server.
Page 291 Setting up UMR Placeholder Description $R_STREET$ Recipient address, street $S_CITY$ Sender address, city $R_CITY$ Recipient address, place $S_ZIP$ Sender address, ZIP code $R_ZIP$ Recipient address, ZIP code $S_COUNTRY$ Sender address, country (not for UMR) $R_COUNTRY$ Recipient address, country $R_TARGET$ Recipient address, actual fax number $REQID$ Unique transmission job ID $DOCID$...
Page 292: Connection To Microsoft Exchange
Connection to Microsoft Exchange This topic describes how the CIE system connects to Microsoft Exchange. What do I have to configure in DNS/ADS and in UMR Administrator? In order to connect the CIE system to Microsoft Exchange, you must configure the following in DNS / ADS and in UMR Administrator: •...
Page 293: Seting Up A Contact
Setting up UMR Seting up a contact You set up a dedicated contact for each topic. 1. Open ADS: Start Programs Microsoft Exchange Active Directory Users and Computers. 2. Click on the domain e.g. company.com in the console structure 3. Using the right-hand mouse button click on Users and in the pop-up menu click on New Contact.
Page 294: Include The Contact As A Member In The Distribution Group
Continued from previous page 11. The distribution recipient (e.g. Support) is created. 12. Double-click on the distribution group that has just been set up (e.g. Support (type: distribution group - Universal)) or Using the right-hand mouse button click on the distribution group that has just been set up and in the pop-up menu click on Properties.
Page 295: Setting Up A Relay Host For Outgoing E-Mails
Setting up UMR Setting up a relay host for outgoing e-mails 1. On the C3000 SMTP Connector tab in the Relay host for outgoing mails field enter the relay host, which is responsible for external e-mail traffic for the Internet. 2.
Page 296: Connection To Groupwise
Connection to GroupWise This topic describes how the UMR system connects to GroupWise. This description is aimed at experienced GroupWise administrators. What do I have to configure in DNS, GroupWise and in UMR Administrator? To connect the UMR system to GroupWise, you must configure the following in DNS, GroupWise and in UMR Administrator: •...
Page 297: Setting Up An External Mailbox / Domain With An External User
Setting up UMR Setting up an external mailbox / domain with an external user 1. In GroupWise you create a new Non-GroupWise domain using the name (e.g. UMR). 2. Connect this domain with the GroupWise domain (e.g. GWDOM), in which the Post office is located, to which the GroupWise distribution list belongs.
Page 298: Setting Up A Relay Host For Outgoing E-Mails
Setting up a relay host for outgoing e-mails 1. On the C3000 SMTP Connector tab in the Relay host for outgoing Mails field enter the relay host which is responsible for external e-mail traffic for the Internet. 2. Click Save. You have now set up the relay host for outgoing e-mails.
Page 299: Connecting To Lotus Notes
Setting up UMR Connecting to Lotus Notes This topic describes how the UMR system connects to Lotus Notes. Was do I need to configure in Lotus Notes? To connect the UMR system to Lotus Notes, you must configure the following in Lotus Notes: •...
Page 300: You Have Now Set Up A Foreign Smtp Domain
Continued from previous page 9. A window appears with a list of keywords. 10. Select Global domain and click OK. 11. Enter the Notes domain: To do this, enter the Global Domain name (e.g. UMR domain). This name is only a display name and can be chosen as desired. 12.
Page 301: Enabling Smtp On Domino Server
Setting up UMR Enabling SMTP on Domino server Complete the following steps: 1. In Lotus Domino Administrator in the directory tree go to Messages Configurations. 2. Select the current server and click the Edit Configuration button. 3. Click the Router/SMTP tab. 4.
Page 302: Umr Administrator Configuration: Enter Subdomain
Continued from previous page 10. If e-mails should remain in Lotus Notes, you should also set up Lotus Notes members: Click the arrow under Members. 11. Select a Lotus Notes user from the left-hand list and click the Add button. Repeat this step for other Lotus Notes users.
Page 303: Address Book Connection
Documentation For information on how to set up address books and which settings you must make, see the following documentation. • Customer Interaction Express 1.0 Address Book Administration • Online Help for the Address Book Administration module Edition: 1.1 03/08/2007...
Page 304: Security
Security To increasesecurity, prevent SPAM and for other reasons, it may be a good idea not to allow your own specific domains or IP addresses. You can block domains and IP addresses. Otherwise you can specify valid sender domains. Make these settings using the UMR Administrator application. Possible rules You can configure the following security rules.
Page 305: Reply Address
Setting up UMR Reply address You can set an address referring to agents or topics. Email reply address for agents You can enter the email reply address. You must enter the setting in the Email reply address field in the agents configuration.
Page 306: Querying The Filling Level
Querying the filling level In UMR Administrator, you can set an interval for querying the filling level and threshold values for the UMR runtime database. Settings in UMR Administrator You can set the following settings for querying the filling level. In general, you can use the default settings. The settings are located in General on the System tab.
Page 307: Tips And Tricks
You can configure text blocks using the Textblock Administrator module. To do so, you must have the Textblock Administration privilege. For more information, see the following documentation. • Customer Interaction Express 1.0 Textblock Administrator user manual • Customer Interaction Express 1.0 Web Client user manual Edition: 1.1 03/08/2007...
Page 308: Setting Privileges
4. Click the UMR tab. 5. Enable the required privileges. 6. Click OK to save your settings. For more information, see the Customer Interaction Express 1.0 Configuration user manual or the Online help for the module. 308 User Manual CIE 1.0 System Administration...
Page 309: Database Maintenance And Repair
Database maintenance and repair Database maintenance and repair Backing up the database You can back up data to a file or tape. Please note the relevant prerequisites. You can make a backup while CIE is running. What is a backup server? The backup server is used for backups, dumps, restores and loads of certain databases and transaction logs for Adaptive Server Enterprise.
Page 310: Backing Up The Database
Backing up the database You can back up the database to a DAT tape or to free hard drive space. Use the Sybase Central Java Edition administration tool. You can back up the cc database to a file and copy it to a newly created database. Prerequisite The BCKServer_Host name Sybase service must be started.
Page 311: Restoring The Database
Database maintenance and repair Restoring the database To restore a database you must restore it and then bring it online. Prerequisite The following conditions must be met before you can restore a database. • The Watchdog service must not be started. Stop the Watchdog service. •...
Page 312: Increasing The Size Of A Database
Increasing the size of a database You must increase the size of a database, if necessary. When must you increase the size of the database? When you update a database, you may need to increase its size. See also: “Step 6: Upgrading the database”...
Page 313: System Diagnostics With Stored Procedures
Database maintenance and repair System diagnostics with stored procedures You can use stored procedures to query the database memory capacity and the connections to the database server. Used and free database memory capacity You can query the size and the used and freememory of the log and data segments of a database in megabytes.
Page 314: Current Connections To The Database Server
Current connections to the database server You can query the current connections to the database server. Connections via db_srv are displayed with the IP address and Process ID (PID) of the original process. This allows you to check which CIE processes currently have an active connection to the database. ISQL command show_connections Example...
Page 315: Advanced Database Configuration
Database maintenance and repair Advanced database configuration The following topics provide tips for configuring a database. Working memory (max memory) used You can define the working memory (max memory) used for Sybase ASE. Limitation You can set a max memory of up to 1.4 GB. If you use a higher value, Sybase may not function properly. After you change the size of the working memory, you must always change the size of the default data cache accordingly.
Page 316: Improving Database Access Time
Improving database access time Data changes made in the database tables causes the database access time to increase over time. This is particularly true for reporting table access. To counteract this performance loss, we recommend that you update the index reporting at regular intervals. Interval recommendation When you first install a CIE system, we recommend a weekly interval.
Page 317: Multi-Processor Mode
Database maintenance and repair Multi-processor mode If the Sybase database server is running on a computer with more than one processor, multiple processors can be configured to increase the performance of Sybase. This enables parallel processing of database queries. Processors in this context include both virtual (hyperthreading) and physical CPUs. It is best to use the display on the Performance tab of Windows Task Manager as a basis for the number of CPUs.
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Page 319: Troubleshooting
Troubleshooting Troubleshooting OmniNames does not start The Corba name service may not start. Possible reasons The Corba name service may not start for the following reasons. • The hardware was changed • Network settings were changed Error elimination You must delete the log files. Proceed as follows: 1.
Page 320: The Reporting Viewer Or Weblm Is Not Working
The reporting viewer or WebLM is not working If you use the reporting viewer in the CIE system or if you use WebLM, you may not be able to reach the respective Web server. Possible reasons Internet Explorer settings are used for accessing the Web server. If you use a proxy server, you must configure an exception.
Page 321: Tomcat Applications Are Not Running
Troubleshooting Tomcat applications are not running If a Tomcat application is running with SSL (not set by default), you must add the host name of the Tomcat server as a trusted site in the IE configuration of the PC for the Agent (user interface). Message cannot be sent via SMTP Connector If you are using a McAfee 8.0 virus scanner, you cannot send messages via the SMTP Connector.
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Page 323: Tips And Tricks
Tips and tricks Tips and tricks Setting in Sybase Central: Connection profile You can create a connection profile for Sybase Central using Sybase Central Java Edition. Advantage The advantage of this connection profile is that you can start Sybase Central without user identification. Creating a connection profile To create a connection profile for the cc database and with the user sa, follow these steps.
Page 324: Outputting The Installed Software Versions
The WhatIsInstalled tool outputs the installed software versions. The software versions are the same as those of the MSI database. WhatIsInstalled tool The WhatIsInstalled tool is located in Start - All Programs - Avaya CIE. Outputting to a file You can also save the outputs to a file. Proceed as follows: 1.
Page 325: Ports Used
Ports used Ports used TCP ports used by CIE system processes The following tables show the TCP ports that CIE system processes use. Well known ports from 0 to 1023 The following table shows the ports used from 0 to 1023. Port Process/component Explanation...
Page 326 Port Process/component Explanation 2809 omninames Naming service 2810 C3kcommgw.exe WavToPhone clients 5000 SybaseSQLServer Database queries of db_srv process 5001 SybaseBCKServer 5012 Lna_srv RPC interface between database and lna_srv process 5020 jtapiserver.exe JTAPI for sending call events to the registered client. Note: This port is used as an UDP socket.
Page 327: Dynamic Or Private Ports From 49152 To 65535
Ports used Dynamic or private ports from 49152 to 65535 The following table shows the dynamic and private ports from 49152 to 65535. Port Process/component Explanation 49900 annax.exe ORB uses this port. 49901 autodialler.exe ORB uses this port. 49903 cgi_srv.exe ORB uses this port.
Page 328 For transferring configuration data for Com4Tel C. 50704 Com4TelC For transferring configuration data for Com4Tel C. 50705 Com4TelC Updates data 51000 Avaya UISessionManager UI Session Manager 51001- C3000 UmrTaskServer UMR server processes 51010 C3000 UmrConfigServer A port in the range of 51001 to 51010 is dynamically assigned to these processes.
Page 329: Ports Used By Services Of A Cie Server Operating System
Ports used Ports used by services of a CIE server operating system The following tables show the TCP and UDP ports on a CIE server used by the operating system. TCP ports The following table shows the TCP ports of the operating system. Port Operating system services [OS services] msrpc...
Page 330: Udp Ports
UDP ports The following table shows the UDP ports of the operating system. Port Process/component netbios-ns netbios-dgm microsoft-ds isakmp 4500 sae-urn 330 User Manual CIE 1.0 System Administration...
Page 331: Glossary
The AES server is a media server. This media server establishes the TSAPI connection between the CIE system and PBX. ASA stands for Avaya Site Administration and is the application used for configuring the PBX. ASR stands for Automatic Speech Recognition.
Page 332 Glossary IP stands for Internet Protocol. It is used to address and fragment data and transmit this data to the recipient. It is a 32-bit address that is used to identify a node in an integrated IP network. A unique IP address consisting of a network identifier and a host identifier must be assigned to each node in an IP network.
Page 333 TLink is the logical link between the PBX and AES server. TSTest TSTest stands for Telephony Services Text Application. The TSTest application is based on the Avaya CSTA interface. TTS stands for Text To Speech. Text is converted to speech. UDP is short for User Datagram Protocol.
Page 334 Glossary The W3C was founded to the support joint development of standards for Web technology development. One of the most important goals of the W3C is to provide a common global information repository to Web developers and users. For this purpose, the W3C manages multiple Web sites with the latest plans for Web developments.
Page 335: Index
Index Index Symbols $DATE$ $DOCID$ Access Code Topics $MEMO$ Access number $R_CITY$ Access rights $R_COMPANY$ Access time $R_COUNTRY$ Access to the database server $R_FIRSTNAME$ Access type $R_NAME$ $R_ROOM$ ACM PBX driver $R_STREET$ ACM task server $R_TARGET$ Acrobat Reader $R_ZIP$ Active $REQID$ Active Directory Users and Computers $S_CITY$...
Page 336 Index Available tone CAPI Avaya observation service CAPI driver CAPI2.0 cards Cellular engines Backing up a database Cgi_srv Backing up the database Change aar analyses Backup server Change route-pattern Base components Change signaling group Base identifier Change trunk group Based on:...
Page 337 Index Control Panel Diverting number Control script Controller 1 Conversions (tab) open CORBA Domain Global Corba Domain type Cost center Domino domains and aliases Employee Domino server Enable SMTP Cost center (field) Doubledial blocking Country code Meaning (Field) System message Cover sheet Doubledial blocking server Cover sheet (list box)
Page 338 Index External Footer text External line Foreign SMTP domain External line access setting up External OUTCC Forward Lookup Zones FQDN French Failed attempt Frequency Fully qualified domain name FAX extension FAX extension (field) Fax footer G.711A Fax gateway General Fax layout settings General settings Fax mail sender address German...
Page 339 Index ISQL i_view32.exe Italian IrfanView IVR Editor I55 task server IVR Script ICU Editor Identifier Jakarta Tomcat Rules Java Development Kit Identity jConnect Illustration JDBC Voice Control IMAP4 Index reporting Cost center Info_srv Destination Information Employee Installation files Jobs Installing the UMR JTAPI InstallPath InstallShield Scripting Engine...
Page 340 Index Line spacing Members (tab) List box Memory Cover sheet User extension cache Letterhead 1st page Memory capacity Letterhead continuation pages Method of operation List of numbers Module Manager List station Monitor_srv LNA server Mouse lna_srv Multi-processor mode Load protection Load sharing Name Local accepted DNS domains...
Page 341 Index Universal PrefixNumber Oracle Preparations Prerequisites Original called number Hardware Original called number Software OSR 3.0 Preselection Override Keywords primary Internet domain Print Packages (Advanced) Privileges Page file Problems Paper Processes Parameters for the database server Watchdog Partition Processor Passive Processor performance Password Properties...
Page 342 Index Ring tone Set up subdomain RingTone set_default_data_cache RJ45 pin allocation setting up Domain RoD Archie Mail server RoD Cex Subdomain RoD CommandExecuter Setting up a contact RoD repo server Setting up a distribution group RoD Rodomat SGML RoD scheduler server show_connections Router/SMTP (tab) Siemens M20 Terminal...
Page 343 Index Step-by-step TiffCP Stored procedure tiffcp.exe Structure TiffSplit Subdomain tiffsplit.exe Subject Time interval Subscriber Time span Support for additional languages Time zone Sybase Tiva 2.0 Sybase BCKServer TLink Sybase SQL server TomCAT Synchronization Tomcat System administrator Tr_Srv System information Trace System main extension Transmission jobs System message...
Page 344 Index Use as default Global Domain User User extension cache Xstat_srv Configuring User extensions User name User number USER_CACHE_RUNNER_INTERVAL Users V4.x SMTP MTA V5 Internet domains VC_ShowControllerStatus Vectors vectors Voice Control Voice extension number Employee Voice unit configuration Volume VU-Unit I55 Starter Wallboard Warning system Watchdog...

Avaya Customer Interaction Express 1.0 User Manual

About this Manual

Installing the Server Components

Installing the Client Components

Connecting to ACM (Avaya Communication Manager)

Connecting to I55

Starting Voice Control for the First Time

Quick Links

System Administrator

Troubleshooting

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Summary of Contents for Avaya Customer Interaction Express 1.0